Project Manager Customer Service
Resume:
Safaa Qasawa
***** ******* **, ********** *****, MI 48334
*******@*****.***
Skilled in: Project Management, Budget Management, Telecommunications
Trouble Shooting and Telephony Design and Engineering. Support Nortel
Options 11c to 81c phone systems, Meridian Mail, Cisco Call Manager, Cisco
Unity Voicemail, and Aspect UIP platform.
As an organized logical and resourceful individual, I bring with me a
strong Technical Telecommunications background along with 20 years of
project management, leadership skills and technical abilities from
traditional TDM PBX's to VoIP and Carrier configurations. I have been on-
call for down circuits and phone systems for locations throughout the
country. I have also completed numerous other projects, both as a leader
and a team member. All these projects and responsibilities have been
rewarding and a great learning experience. You can count on my abilities in
telecommunications and hard work to bring value to your organization.
EMPLOYMENT HISTORY
Level 3 Communications, Southfield, MI July 2009 - September 2013
Senior Infrastructure Engineer
Responsibilities:
Responsibilities included VoIP and TDM design, implementation, management
and administration of the Corporate Telephony systems and Call Center
Technologies.
Projects Completed:
. 2004 - Implemented a new On-Net Voice VPN, adding On-Net calling
between North America, South America, Europe and Asia over our
internal VoIP network, saving the company money in long distance and
international calling charges.
. 2004 - Assisted with the implementation of Microsoft Office
Communicator (LCS/OCS now Lync) throughout the company.
. 2004 - Assisted in upgrading Cisco Call Manager Hardware and
Software. A full redesigned architecture, which included the upgrade
of seven call managers within the cluster geographically disbursed for
redundancy along with a Cisco IPCC Contact Center deployment
throughout all call centers.
. 2005 - Built out new Call Center space for new conferencing bridge
(Pactolus). Added approximately 60 seats with 30 day notice in our
Montreal call center.
. 2005 - Upgraded Montreal Nortel PBX Option 61C and Nortel Symposium
ACD to latest releases in a live environment with no customer
downtime.
. 2006 - Built out new 30 seat Audio call center in our Billings,
Montana location to assist with overflow of Audio Conference Calls.
. 2006 - Upgraded Montreal Meridian Mail to Nortel Call Pilot.
. 2009/2010 - Assisted in implementing new Aspect UIP call center
platform in our Detroit and Phoenix Data centers to provide call
center capabilities for all contact center needs around the world with
the vision of adding our South America, Asia and European contact
center locations to improve resource sharing.
Global Crossing Communications (Now Level 3) Southfield, MI November 1994
- June 2009
Sr. IT Telecom Analyst
Responsibilities:
Responsibilities included maintaining and servicing TDM PBX systems for
Global Crossing sites worldwide. Our group worked in conjunction with our
data network engineering team, and was also responsible for IP convergence
at most of our sites utilizing the Cisco IP Telephony Call Manager, and the
Cisco Unity Voicemail systems. Locally, I supported the Southfield site of
1,500 employees. I was in charge of planning and organizing departmental
moves from floor to floor and building to building. I also worked as
project manager for providing voice and data connections, and ordering
circuits (T1's and analog lines) for new/existing sales and operational
sites.
Suntel Services, Troy, MI August 1992 - October 1994
Lead Technician
Responsibilities:
I was in charge of projects for installation of voice and data wiring for
new and existing customers. Planned and organized cable layouts to meet
customer needs. I serviced customers with anywhere from 10 to 1,000 voice
and data locations.
AT&T, Farmington Hills, MI September 1989 - July 1992
Technician
Responsibilities:
While operating with a 2-4 member line crew, I installed and serviced
computer and telephone wiring systems in commercial buildings for new
customers. I inspected, tested, and serviced broken circuits or incorrect
connections in cables and equipment wiring to facilitate optimum system
operation. I also interacted with clients and maintained proper follow-up
to ensure superior customer service.
EDUCATION
September 1986 - May 1988 St. Mary's College
Bachelor of Arts Degree: Business
Overall G.P.A. 3.1/4.0
Major Courses: Accounting, Business Calculus, Finance,
Statistics.
Minor in Mathematics
September 1984 - May 1986 Macomb Community College
Associate Degree
Activities: Varsity Basketball Team Captain, Macomb Community College
and St. Mary's College
Member of Pi Omega Epsilon Fraternity
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